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Customers have higher expectations for customer service in 2023 than in the past. Business leaders may think they are doing enough to improve customer service, but they are far from meeting customer expectations. Poor customer service can include zero response, long wait times, faulty automated I.V.R. support, incoherent voice messages, and multiple transfers within the department to solve the same problem. The value of a great product lies in the service and experience customers derive from using it, and one bad experience can cause customers to leave without telling the brand why. To meet customer expectations, brands are investing in AI-based voice and chatbot assistants to provide service and support in real-time.
